Waiting Room Decor Does Matter

While visiting a local networking group last week, the conversation quickly turned to an attendee who was looking for a new physician. Upon asking a few questions about why this person was in the position to switch physicians, I realized it was not because of the quality of care received from their doctor, it was not the nursing staff or a finanical policy issue, the simple reason for the change was because of the waiting room!

It appears the waiting room of this physician under discussion is outdated, paneling on the walls, dark and worn furniture, old carpet and no ammenties for patient comfort. Every time the patient visited the doctor, she lost confidence in his ability to serve her healthcare needs and provide her with the latest treatments and technology because of her perception caused by the waiting room.

This patient perception is one of the most important factors in developing and sustaining a successful practice. How do your patients feel when they come to your office? How does your staff serve them? What do they think about the care they receive, do they feel valued? These are just some of the perceptions a successful manager or physician knows about their practice. These are also the areas successful practices are always improving and striving to “WOW” patients with the experiences while in their care.

It may be time to take five minutes to sit in your waiting room and take a look around. What are your patients experiencing and thinking while they wait for you? It may be time to find out and we can help you with a secret patient shopping experience.